Report: Social Employee Engagement

1407_Social Employee Engagement_COVERWe just published a Temkin Group report, Social Employee Engagement. The research shows best practices for infusing social tools into employee engagement efforts. Here’s the executive summary:

Temkin Group research shows that engaged employees are valuable assets. They try harder at work, are less likely to look for a new job, and feel more committed to helping the company succeed. We found that companies with stronger employee engagement competencies are more likely to use social tools as part of their internal efforts than other companies. For best results, companies should introduce these social capabilities into their employee engagement plans to enhance what we call the “Five I’s of Employee Engagement”: Inform, Inspire, Instruct, Involve, and Incent. We interviewed 17 companies for this report, including EMC, Fidelity Investments, Houlihan’s, Humana, Oracle, SunTrust Bank, TELUS, and USAA, and identified more than 20 best practices enabled by social tools. We also added a checklist to help organizations introduce social tools to employees.

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The report identifies best practices for using social tools across the 5 I’s of Employee Engagement:

1408_Social5Is

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The bottom line: Tap into social tools to engage employees

Report: Tech Vendor NPS Benchmark, 2014

1407_IT_NPSBenchmark_COVERWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2014, The research examines Net Promoter Scores and the link to loyalty for 63 tech vendors based on feedback from IT decision makers. We also compared overall results to our 2013 NPS benchmark and our 2012 NPS benchmark. Here’s the executive summary:

We surveyed IT decision-makers from more than 800 large North American firms to learn about their relationships with their tech vendors. We asked them a series of questions regarding their experiences as the clients of different tech vendors, and one of the questions we posed generated Net Promoter Scores® (NPS®) for the companies. Of the 63 companies we looked at, EDS and VMware earned the highest NPS, while Autodesk and Cognizant received the lowest. The overall industry average NPS dropped for the second year in a row. Our analysis also delved into the correlation between NPS and loyalty, revealing that, compared to severe detractors, promoters are much more likely to spend more money with their tech vendors in 2014, try new products and services when they are announced, and forgive the vendor for a mistake. We compared the loyalty levels for each vendor, and we found that SunGard and IBM software have the most customers planning on increasing their purchases in 2014, while Satyam and EDS customers are the most willing to try new offerings, and Satyam has the most forgiving customers. Our research also shows that promoters are more concerned than detractors about getting lower prices.

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This is the third year that Temkin Group has completed the NPS study. Over that time, the average NPS in the tech industry has been dropping. NPS in for tech vendors was 33.6 in 2012 and 24.7 in 2013, falling to 23.1 in 2014.

With an NPS of 48, EDS came out with the top score followed closely by VMware with 45. Six other tech vendors received NPS of 35 or more: EMC, Microsoft servers, Oracle outsourcing, Pitney Bowes, Microsoft business applications, and Cisco.

At the other end of the spectrum, three tech vendors have negative NPS: Autodesk, Cognizant, and Wipro. Six other vendors fell below 10: Capgemini, Intuit, ADP outsourcing, CA, Infosys, and HP outsourcing.

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The report also examines the link between NPS and loyalty. Our analysis shows that promoters are more than six times likely to forgive a tech vendor if they deliver a bad experience, about seven times as likely to try a new offering from the company, and almost three times as likely to purchase more from them in 2014 than they did in 2013.

In addition to benchmarking NPS, the research measures the loyalty that large companies have for their tech vendors. Respondents have the most plans to increase spending with SunGard, IBM software, Alcatel-Lucent, and ACS. They are most likely to try new offerings from Satyam, EDS, and EMC. And if the tech vendors make a mistake, IT decision makers are most likely to forgive Satyam, EDS, Ericsson, and Alcatel-Lucent. NPS characterizes respondents as Promoters when they are very likely to recommend and Detractors when they are very unlikely to recommend.

Report details: The report includes graphics with data for NPS, 2014 purchase intentions, likelihood to forgive, likelihood to try a new offering, and areas of improvement for the 63 tech vendors that had at least 40 pieces of feedback. The excel spreadsheet includes this data (in more detail) for the 63 companies as well as for 22 other tech vendors with less than 40 pieces of feedback. It also includes the summary NPS scores from 2013. If you want to know more about the data file, download this excel spreadsheet without the data.

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The bottom line: When it comes to NPS, large tech vendors are heading in the wrong direction

Note: See our 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources.

P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Report: State of Employee Engagement Activities, 2014

Purchase reportWe just published a Temkin Group report, State of Employee Engagement Activities, 2014. This is the second year that we’ve benchmarked the employee engagement efforts within large organizations. Here’s the executive summary:

Although engaged employees are a vital component of any successful organization, we have found that only 50% of employees at large organizations feel engaged. To understand how companies are working to improve these engagement levels, we surveyed executives from more than 200 large organizations. We found that frontline employees are the most engaged, and that while most firms do measure employee engagement, less than half prioritize taking actions based on the results. The lack of a clear employee engagement strategy contributes to the fact that only 19% of companies earned a strong or very strong score on the Temkin Group Employee Engagement Competency Assessment. Employee engagement leaders enjoy stronger financial results and deliver better customer experience than employee engagement laggards, and they also have more coordinated engagement activities, more empowered CX teams, and more committed executives. Compared to 2013, this year more companies have significant employee engagement activities, but overall these activities are performed less frequently. Use our assessment and data to benchmark your employee engagement competencies and maturity.

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Here are results from companies that completed Temkin Group’s Employee Engagement Competency and Maturity Assessment::

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The bottom line: Companies need to pay more attention to employee engagement

Report: Raising Customer-Centricity Across the B2B Enterprise

1404_B2B CX Case Studies_COVERWe just published a Temkin Group report, Raising Customer-Centricity Across the B2B Enterprise. The research provides in-depth case studies of five B2B firms. Here’s the executive summary:

Temkin Group research shows that good customer experience (CX) drives loyalty with business customers. These same business customers, influenced by their personal experiences as consumers, have raised their expectations in their business-to-business (B2B) relationships. While most large B2B organizations have a low level of CX maturity, our research shows that 56% of them have the goal of delivering industry-leading customer experience within three years. To understand how B2B organizations are improving their customer-centricity, we compiled case studies of five organizations that are raising the bar in CX: Ciena, Crowe Horwath, Fiserv, Genworth Financial, and Oracle. To assess your organization’s CX maturity, use Temkin Group’s Customer Experience Competency Assessment, and compare the results to data from other large B2B firms.

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The report provides 40 pages, including rich details on B2B CX and benchmark data to evaluate your B2B CX against other large organizations. Some of the data points in the report include:

  • 12% of large B2B organizations are in the highest two levels of CX maturity (out of six levels).
  • 8% of large B2B organizations have very good ratings in Compelling Brand Values, the lowest rated CX competency.
  • 79% of large B2B organizations identify “other competing priorities” as a key obstacle to CX success, compared with 65% of non-B2B firms.
  • 56% of large B2B organizations have a goal to be CX leaders in their industries within three years.

The five case studies go deep into how some great practices for infusing good CX across B2B organizations:

  • Ciena: When Ciena began its customer experience journey 18 months ago, it set out to “engage, inform, and transform” the organization. It started its journey by using deep customer insights to hone in on what matters most to customers and now focuses on strengthening its culture and continuously improving.
  • Crowe Horwath: As a professional services firm, Crowe’s employees are its customer experience. Therefore, Crowe focuses its efforts on capturing and sharing all client feedback with its employees, and it uses a variety of tactics to involve them in shaping its CX efforts.
  • Fiserv: While technology underpins the customer experience tools, analyses, and reporting that drive Fiserv’s CX efforts, the company also integrates a human element into its efforts by using employee coaching, performance management, and rewards and recognition programs to engage employees in their work.
  • Genworth Financial: The CX team at Genworth uses a combination of approaches—from customer journey mapping to service dashboards to innovation ideation—to involve employees across the organization in its customer experience efforts.
  • Oracle: Oracle continues to raise customer-centricity across its global footprint by listening, responding, and collaborating with customers to identify and take action on customer experience improvement opportunities.

The case studies highlight practices affecting all four customer experience core competencies:

1406_B2B4CXCompetencies

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The bottom line: B2B firms need to improve customer experience.

Data Snapshot: Social Media Benchmark, 2014

1406_DS_SocialMediaBenchmark2014_COVERWe just published a Temkin Group data snapshot, Social Media Benchmark, 2014This is the third year that we’ve published the benchmark that examines how much time U.S. consumers spend using different types of social media on computers and on mobile phones.

Here’s the executive summary:

In January 2014, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012 and January 2013. This analysis looks at the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites. We also examine how usage rates vary by mobile phone type.

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Here’s an excerpt from one of the 14 charts in the data snapshot.

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Here are some additional findings from the research:

  • After a drop in daily Facebook usage on computers last year, U.S. consumers increased their daily use of Facebook, from 42.5% of the population in 2013 to 46.5% in 2014. The largest increase was with consumers between 55 and 64 years old. This group expanded its daily Facebook usage by nearly eight percentage points.
  • During the same time, daily usage of Facebook on mobile phones surged from 24.7% of U.S. consumers in 2013 to 29.3% this year. The largest growth, 10 percentage points, came from consumers who are between 18 and 34.
  • Daily usage on computers is as follows: 17.7% visit a company’s Facebook site, 13.4% read or update LinkedIn, 10.9% read or update Twitter, 9.8% read or update Google+, 8.3% read or update Pinterest, 7.7% read or update Tumblr, 6.5% read a review on a rating site like Yelp or TripAdvisor, and 5.7% write a review on a rating site like Yelp or TripAdvisor.
  • Daily activity on mobile devices is nearly as high as it is on computers for Facebook users under 24 years old, LinkedIn users under 45 years old, Twitter users under 35 years old, and users of review sites under 45 years old.
  • We examined the usage of social media on different mobile devices. iPhone users are the most frequent daily readers and updaters of Facebook, LinkedIn, Twitter, Pinterest, and Tumblr. Blackberry users are the most frequent daily visitors of company Facebook pages, users of Google+, Tumblr (tied with iPhone), and ratings and review sites.

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The bottom line: Mobile social media is on the rise

USAA and Capital One 360 Top 2014 Temkin Web Experience Ratings

We just published the 2014 Temkin Web Experience Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 222 organizations across 19 industries.

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USAA’s banking business took the top spot and Capital One 360 (formerly ING Direct) earned the second highest rating in the 2014 Temkin Web Experience Ratings, which rates 222 companies across 19 industries. USAA’s insurance and credit card businesses tied for third place.Rounding out the top 13 companies in the ratings are Charles Schwab, Amazon.com, credit unions, TD Bank, U.S. Bank, Sheraton, Ace Hardware, eBay, and Nordstrom.

The award for delivering the worst web experience goes to Coventry Health Care, followed closely by Medicaid. Four of the bottom 14 organizations are health plans and three are TV service providers. The remaining companies in the bottom 14 of the Temkin Web Experience Ratings are Charter Communications, Comcast (TV service and Internet service), Dunkin’ Donuts, Time Warner Cable (TV service and Internet service), Jack in the Box, CareFirst, MetroPCS, Highmark, Adobe, and Wendy’s.

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Here’s how the industries compare with each other:

1406_TWER_Industries

The 2014 Temkin Web Experience Ratings shows that companies have made improvements in web experience between 2013 and 2014. Led by airlines, which increased by nearly 15 percentage points since last year, 17 of 19 industries improved. The two industries that earned lower ratings in 2014 are parcel delivery services and rental cars.

Nearly two-thirds of the 195 organizations that were in both the 2013 and 2014 Temkin Web Experience Ratings improved this year. On average, firms earned an increase of 3.2 percentage points. Eleven companies improved by more than 15 percentage points: Southwest Airlines, Health Net, United Airlines, PetSmart, AOL, Sony, Bright House Networks, Morgan Stanley Smith Barney, Edward Jones, Cablevision, and AAA.

Six companies saw their Temkin Web Experience Ratings fall by 10 points or more between 2013 and 2014: Dunkin’ Donuts, Avis, Hertz, Jack in the Box, Dollar, and Blackboard.

1406_TWER_IncreaseDecrease

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

Temkin Web Experience Ratings are based on asking consumers the following question about companies with whom they’ve had a customer service interaction during the previous 60 days: “Thinking back to your most recent interaction with the websites of these companies, how satisfied were you with the experience?” Potential responses range from 1= “very dissatisfied” to 7= “very satisfied.” Temkin Web Experience Ratings are calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who respond with 1, 2, or 3.

Download dataset for $295

Temkin Ratings website
You can view a sortable list of results from the Temkin Web Experience Ratings as well as other ratings on the Temkin Ratings website.

 

USAA and Amazon Top 2014 Temkin Customer Service Ratings

We just published the 2014 Temkin Customer Service Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 233 organizations across 19 industries.

Download dataset for $295

For the second year in a row, USAA earned the highest score in the Temkin Customer Service Ratings. USAA’s banking business took the top spot and the company’s insurance business tied with Amazon for second place in the ratings. Rounding out the top 12 companies in the ratings are Chick-fil-A, Publix, H-E-B, USAA (credit cards), credit unions, Starbucks, Costco, QVC, and Trader Joe’s.

The prize for the worst customer service goes to Comcast, which earned the lowest two scores in the ratings for its Internet service and TV service businesses. As a clear sign of collective customer neglect, Internet service providers, TV service providers, and health plans earned 11 out of the bottom 13 positions in the ratings.

The remaining companies with the lowest Temkin Customer Service Ratings are Highmark (BCBS), Time Warner Cable (TV service and Internet service), Coventry Health Care, Charter Communications (TV service), Verizon (Internet service), HSBC (credit cards), US Airways, Qwest (Internet service), Cablevision (Internet service), CareFirst (BCBS).

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Here’s how the industries compare with each other:

1405_TCSR_Industry

The 2014 Temkin Customer Service Ratings shows that companies have made improvements in customer service between 2013 and 2014. Led by investment firms, credit card issuers, and insurance carriers, 14 of the 19 industries earned higher average ratings in 2014 than they did in 2013.

The average company improved by 2 percentage-points between 2013 and 2014, with 31 companies increasing by 10 or more points. The companies with the most improvement over last year’s ratings are Humana, Cox Communications, Morgan Stanley Smith Barney, Apple Store, TD Ameritrade, American Family, KFC, Hyundai, and Food Lion.

Four companies saw their Temkin Customer Service Ratings fall by more than 14 points between 2013 and 2014: Coventry Health Care, ACE Hardware, Staples, and Fifth Third.

1405_TCSR_GainersLosers

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

Temkin Customer Service Ratings are based on asking consumers the following question about companies with whom they’ve had a customer service interaction during the previous 60 days: “Thinking back to your most recent customer service interaction with these companies, how satisfied were you with the experience?” Potential responses range from 1= “very dissatisfied” to 7= “very satisfied.” Temkin Customer Service Ratings are calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who respond with 1, 2, or 3.

Download dataset for $295

Temkin Ratings website
You can view a sortable list of results from the Temkin Customer Service Ratings as well as other ratings on the Temkin Ratings website.

 

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